Perhaps they meant more along the lines of, if the passes aren't honored or you have a gripe about using them after the fact, talk to the airline because Chase got you your pass, but they can't make the airline honor them.
Oh yeah that's definitely the airline's problem. I've never heard of UA rejecting people with passes though. I mean it cost $39-$50 just to sit in a leather chair and sip on apple juice. I'd let anyone who pays that much come in.